Quality Analyst (International BPO)

The Technical Quality Analyst is responsible for monitoring, evaluating, and improving the quality of technical support or customer service provided by agents in a BPO environment. This role involves assessing technical interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.

Roles and responsibilities:

• Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.
• Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.
• Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.
• Generate reports on quality trends, agent performance, and process gaps.
• Present data-driven insights to management to enhance overall service quality.
• Assist in root cause analysis for recurring technical issues and customer dissatisfaction.
• Develop and maintain quality scorecards and reports.

• Work closely with trainers and team leaders to design training programs based on quality audits.
• Conduct quality calibration sessions to ensure uniform evaluation across teams.
• Provide coaching sessions to agents to enhance technical troubleshooting skills.1) Required Skills:

• Candidates must be comfortable working in the night shift and working from office.
• Excellent written and verbal communication.
• Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.
• Strong knowledge of IT troubleshooting, technical support processes, and service management frameworks
• Candidates from international BPO backgrounds are preferred.

2) Perks & Benefits:

• Incentives
• Benefits of Insurance
• 5 Working Days
• US Shifts

Connect HR: hr@brocussolutions.com

9967718747

Job Types: Full-time, Permanent

Pay: ₹10,741.59 - ₹34,146.20 per month

Benefits:

• Health insurance
• Life insurance

Language:

• English (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: In person